Archives

On yer Bike: The Digital Transformation Journey of an Iconic British Brand

The British love affair with bikes is receiving a boost from a growing number of eco-minded commuters keen to swap their car steering wheels for saddles, and a firm at the forefront of this pedal-powered revolution is Brompton Bicycle, famous...

Shift Staff Protection Proposals Welcomed

Government plans to compensate workers for cancelled shifts have been described as a “step in the right direction”. The Good Work Plan outlines proposals to compensate flexible staff when shifts are cancelled at short notice and to ensure they are provided with a reasonable...

Swimtime: Making a Splash at the UK Digital Experience Awards

At this month’s UK Digital Experience Awards, the day’s biggest success story involved an online platform behind a swimming revolution taking place across Britain. Swimtime is the largest independent swim school in the UK, and since its foundation in 1998 has...

CXM Book Shelf: Performing as You

A new book aims to give women the “space to practice being the best version of themselves” in the workplace. Author Diana Theodores, PhD is a Senior Consultant with Mobius Executive Leadership and an international performance coach specialising in presence, communication,...

UK Business Awards: 2019 Finalists Announced

The finalist line-up for the 2019 UK Business Awards has been unveiled, with a host of firms preparing to compete in  London for a title this November. Hosted by Awards International, which brings events including the UK Customer Experience Awards to...

Why Contact Centres Should Think Before They Speak

We’re flush with new ways to engage with customers, but businesses should be more data-driven, rather than simply throwing more manpower on the frontlines. In the era of new contact centre touchpoints, the touchpoints themselves matter less and less because...

Five Ways to Test Your Customer Recovery Loop

Customer service is a vital part of obtaining and retaining business. In fact, 73 percent of buyers indicate that Customer Experience is an important factor in their purchasing decisions. To ensure they are servicing their customers in the best way...

Tech Investments Hampered by Poor Employee Experience

A failure by firms to consider Employee Experience is leading to staff not realising the value of workplace technology investments. That is the finding of the Digital Wellbeing survey, comissioned by Avanade, which revealed that rather than empowering employees, the proliferation...

21st Century Leadership in Business

The author of this article, David Bovis, is a judge at the 2019 UK Business Awards.         “We cannot reasonably expect that any one should readily and obsequiously quit his own opinion, and embrace ours with a blind resignation to an authority...

Employees Optimistic About AI Impact on Jobs, Survey Finds

Employees in UK businesses are optimistic about the future impact of artificial intelligence (AI) on their jobs according to a nationwide study. The research was carried out by global leader in omnichannel CX and contact centre solutions Genesys, official sponsor of...